{"id":1521,"date":"2015-01-07T12:02:00","date_gmt":"2015-01-07T12:02:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-01-07T12:02:00","modified_gmt":"2015-01-07T12:02:00","slug":"outsourcing-a-numbers-game-that-adds-up","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/outsourcing-a-numbers-game-that-adds-up\/","title":{"rendered":"Outsourcing: A Numbers Game That Adds Up"},"content":{"rendered":"
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January 7, 2015<\/p>\n

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The big trend this year in call centers will be \u2018performance metrics,\u2019 as decision-makers will begin to scrutinize even more closely what they\u2019re getting for their money. That means more pressure on managers and employees to deliver a return on investment along with consistently good customer service.<\/p>\n

One way some companies might overcome this scrutiny is by taking a fresh look at their metrics and seeing exactly what\u2019s happening. And according to JaNae Forshee, Senior Workforce Optimization Practice Manager at inContact, a leading call center provider, it will be time well spent.<\/p>\n

\u201cPerformance metrics in contact centers are similar to those in casinos,\u201d Forshee wrote in a recent blog post. \u201cAt least, it\u2019s not uncommon to see practices that are outdated or measured simply because \u2018they\u2019ve always been done that way,\u2019 \u2018we pay bonuses based on that metric,\u2019 \u2018it\u2019s achievable,\u2019 and \u2018everyone else is doing it.\u2019 Have you heard or used those phrases before? If you answered yes, then you\u2019re rolling the dice in your contact center,\u201d she concludes.<\/p>\n

But all is not lost. Forshee lists a number of ways companies can move beyond traditional methods and bring their measurement standards up to date. These include the following:<\/p>\n

Ask Why and How:<\/strong> \u201cTypically, contact centers carry over past metrics and add new ones without asking \u201dwhy\u201c or \u201dhow,\u2019\u201d she notes. \u201cBefore long, they\u2019re managing metrics rather than performance\u2014which is what the metrics were supposed to control and improve in the first place.\u201d<\/p>\n

Focus on the Metrics That Matter Most:<\/strong> \u201cPerformance metrics can be categorized into two areas: service (quality) and efficiency (cost-focused),\u201d Forshee says. \u201cTake the time to review the metrics at all levels to ensure they include both service and efficiency metrics. As long as you have agents, there will be no shortage of things to measure. The trick is to measure the right things.\u201d<\/p>\n

Double-Sided Metrics:<\/strong> \u201cBecause there are countless metrics that can be measured within your center, it is important that they do not conflict with the behaviors or goals your organization is striving to achieve,\u201d she notes. \u201cOtherwise, your agents may feel overwhelmed and believe that the ideal level of performance is unattainable.\u201d<\/p>\n

Be Realistic:<\/strong> Make sure you're getting the actual figures for your metrics. \u201cAnyone can manipulate the numbers to make things look better than they really are,\u201d Forshee says.<\/p>\n

\u2018R and R\u2019:<\/strong> Reward and recognize those who are performing well. \u201cEmployees like to know that their efforts aren\u2019t going unnoticed by their manager,\u201d she says. \u201cIf you have high performers or see improvements in performance, celebrate them. A little praise goes a long way, so don\u2019t forget to reward both big and small wins.\u201d<\/p>\n

In short, your metrics have become more important to your organization. Just make sure you\u2019re measuring all the right things to get the greatest return on your investment.<\/p>\n<\/div>\n

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<\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

January 07, 2015 The big trend this year in call centers is going be ‘performance metrics’, where the powers that be will start taking an even closer look at what they’re getting for their money. That means more pressure on managers and workers to deliver ROI along with consistently good customer service. One way that […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1521","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1521","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1521"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1521\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1521"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1521"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1521"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}